Have analytics show all recorded webinar/GoToStage events (even if event is over 2 yrs old)
We have some excellent events recorded over 2 years ago. They still produce registrations on our newly activated GoToStage, but it is a challenge to get any analytics on them as they are over the analytics recording period. Is there a way to change the analytics request to show 'registrations in the past 2 years' instead of 'events in the past 2 years'? The registration could be from yesterday, but it is not easily accessible and information is very limited if the event/ recording occurred over 2 years ago.
Automatic Agent Logout Based on System Schedule
I'd like to propose implementing an automatic logout feature that would log agents out of queues on configured schedules. This functionality would ensure agents are automatically disconnected at the end of their scheduled shifts, eliminating the need for manual intervention. Currently, the absence of this feature is creating operational challenges. Agents who remain logged in beyond their scheduled hours are skewing availability metrics and creates inconsistent reports. Additionally, this impacts accurate reporting of agent productivity and call distribution analytics, as the system cannot distinguish between scheduled and unscheduled availability. An automatic logout feature aligned with existing system schedules would resolve these issues while improving overall call center efficiency and data accuracy.
Have supervisor dashboard indicate if a number from the missed call list has since been successfully contacted for voice and SMS
When a call is missed in a call queue, it is added to the missed call list in the Supervisor Dashboard (under Callers - Missed Calls). That number can then be added to an outbound queue to be called back by an agent. However, it is common that a caller will abandon the queue and then call back themselves and speak with someone before we add that number to the outbound queue to call them back. It would be helpful for the supervisor dashboard to show if a number has since had a successful call after they have appeared in the missed call list. Similarly for sms callback messages. If a caller abandons the queue and are sent an sms asking if they would like a call back, the agent who receives that message doesn't know if they have called back in or if they have been contacted by another agent since the message asking for a call was received. To show this data could the missed call list or the callback inboxes either show a supervisor the call history with that number for the day (as a hover over tool tip for example) or a link to search for that number (on that day) in analytics if the number does appear in the system since the missed call or sms was sent. If either of those could be implemented, it would be great to see more than just today's missed calls in the Supervisor Dashboard. If we can change the time period, then see who has and hasn't been contacted, that would be ideal. We can then utilise the outbound call queues properly. Lastly, can missed calls be automatically added to an outbound call queue once we know if the customer has not been contacted since the missed call? There are a lot of ideas here, but any help on this would be greatly appreciated! Many thanks, Will
Call history in app
I would like to see a list of all calls that come in and Ring to a ring group and if it was missed and went to voicemail of not. The current issue we see is that if a call comes in to the ring group the folks part of that ring group cannot tell what came in and what was or was not answered.
